IT SUPPORT LEAD

Customer Service & Support

Leading 24 Tier 1 and 2 Technicians, Learning Management System Administrators, and Technical
Trainers supporting over 7000 students, staff and faculty at the Defense Language Institute in Monterey, CA and DLI-Washington in Fort Belvoir, VA.
• Transformed team culture through one-on-one's, team building events, and training opportunities
• Created Technician Mentoring program resulting in the promotion of 4 technicians to various
positions within DLI and LinTech Global
• Led Onboarding Improvement Initiative for Students/Staff/Faculty cutting number of students not
getting accounts and tech by class start date to 0.
• Introduced and produce Quarterly DLIFC wide IT Newsletter using Microsoft Sway
• Elevated Confluence Wiki knowledge base to user friendly format raising daily usage by 20%
• Coordinated training for MFA, SharePoint Online, and OneDrive migrations
• Wrote Disaster Recovery Plan and Business Continuity Plan for Helpdesk Personnel
•   Conduct weekly Security Plus study sessions for technicians
•   Served on Learning Management Software Selection Committee to pick new LMS for DLIFLC
•   Defined requirements, met with vendors, did market research, and made recommendation to Government for purchase of new Ticketing System

• Transformed Walk-up support Area resulting in a 50% decrease in ticket breaches
• Procured UPS Solution for Phone room and Counter Support ensuring continuing of operations in case of loss of power

• Managed Onsite Helpdesk and Desktop teams supporting over 3000 End Users across the US.
• Collaborated with different teams within IT Operations to ensure project delivery
• Served as backup to Operations Manager ensuring no impact to operations during absence
• Coordinated Incident Response with Escalation Manager ensuring prompt response to outages
across the Enterprise
• Mentored Team members through formal and informal counseling sessions
• Provided formal performance reviews for Helpdesk and Desktop Technicians
• Directed weekly Security Plus Study sessions with team members
• Charted ITSM workflows for Enterprise transition to Service Now Ticketing System
• Implemented process improvement initiatives resulting in the closure of over 2500 aged tickets

CUSTOMER SUPPORT LEAD

• Managed Helpdesk Analysts on both East and West Coasts
• Mentored analysts and provided positive direction while addressing issues
• Identified and implemented processes and tools to enhance the customer experience
• Managed staffing, scheduling, and work quality of Help Desk Analysts
• Participated in the interviewing/hiring process for new technicians

DESKTOP SUPPORT TECHNICIAN
• Assisted in upgrading DMDC Enterprise from Windows 7 to Windows 10
• Automated PC imaging Process resulting in the saving of an average of 2 hours/PC

HELPDESK ANALYST
• Provided first-level technical support using documented procedures and available tools to achieve
first contact resolution

HELPDESK LEAD

Find out detailed information about Isaac Smith, IT SUPPORT LEAD in Seaside, CA

Isaac Smith: IT SUPPORT LEAD in Seaside, CA

Isaac Smith